Customer Experience Manager

OBJECTIVES

Implement customer experience (CX) in the market, ensuring that it is adapted to local needs. Collecting and analyzing customer data as well as adapting our stores to increase customer satisfaction by ensuring that interactions in every touch-point meet the company standards

RESPONSIBLE

1. Customer Experience

• Define and implement the company’s customer service standards and customer experience strategy

• Monitor customer feedback and data to identify areas for improvement and develop strategies to address them

• Ensure that a high level of customer services is offered to our customers in the stores

• Coordinate with other departments to ensure complete cooperation and a better customer experience

• Define an internal process for analyzing customer satisfaction

• Conduct customer research and analysis to better understand customer needs and preferences and share insights with stores and upper management

• Analyze competitors’ customer experience best practices; propose and implement innovative solutions to improve our customer experience journey

• Ensure that the store management team fully understands the importance of customer experience and can maintain customer service standards while following the most recent updated strategy

• Define and track key performance indicators (KPIs) (Power BI) related to the customer experience and provide regular updates to senior management

• Follow up on all stores’ CX evolution through CX visits and action interaction meetings

• Coordinate the customers enquiries, customer feedback and improve the company’s response to customer requests together with the Communication and Human Resources departments

• Ensure the proper store image and team image in accordance with company policies and procedures

• Coordinate the action interaction of all stores, ensuring that they adapt their strategy to their needs based on the established KPIs, set the form of evaluation and review the sales evolution on the actions undertaken

• Effectively communicate the national customer experience strategy to International team and HQ

• Develop a strategic plan to improve quantitative and qualitative KPIs (eg. customer service complaints, conversion rate, average ticket, size etc) and sales performance

2. Training and Development

• Coordinate training contents with the Human Resources department and create follow-up calendars for all the stores

• Develop and implement training plans, as well as new starter onboarding to ensure that our employees provide excellent customer service

• Train and coach employees to provide exceptional customer experiences and ensure that customer-centricity is embedded in the company culture

• Create a motivational program to engage the staff members on customer experience

• Implement briefing ideas and support to hold store briefings. Train managers and supervisors on how to conduct effective and constructive store briefings on CX topics

• Responsible for the training & development of the store customer experience team

• Support team engagement and retention of employee experience journey collaborating with HR and store

• Identify and develop customer experience potential and manage succession plan in the store team

1. Experience & Qualifications

• Team management experience in a managerial role

• Retail Manager, Store Director or Campus Manager background is preferably

• Customer relationship management experience is preferred

• Strong understanding of our business

• Create strategies to address team development needs

• Availability to travel internally in the country

• Fluent English

2. Skills and Attitudes

• Customer oriented

• Strong communication and interpersonal skills

• Ability to work under pressure

• Strong time management and organizational skills

• Ability to positively influence others

• Being flexible and creative

• Strong initiative, and able to problem solve

• Being approachable and friendly

• Self-motivated and ability to motivate others

• High level of attention to details

• Ability to lead by example, motivate and develop others

• Has initiative to identify problems and opportunities to be proactive